[rt-users] To NotifyActor or not to NotifyActor ...

[Blake Turner]

Hey all,

 

I really wanted the content of a new ticket to be emailed to
the user that "take"s the ticket from the queue. The only way I could figure
to make this happen was to set NotifyActor to 1 in the Site_Config. But now
I am running across a whole mess of stuff being set to the owner while they
are working within a ticket that I would rather not have happening. replying
to a requestor from the user's email account for one. I am just wondering if
there is anyone to override this NotifyActor setting in a custom scrip for
only this one task. Maybe something along the lines of setting a custom
scrip to just ignore the fact that NotifyActor is set to 0 for this
particular scrip. If it is not possible, then I guess I will have to live
with the extra emails being sent back to the owner on all of their
correspondence, because I really need to keep the ability to have a
requestor's initial email sent to the owner's email once they take that
ticket.

 

thanks in advance for any direction or wisdom !

 

 

 


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Re: [rt-users] Problem with replying to tickets

[Jerrad Pierce]

>> Did you click the correct link? Links on the top right of the page
>> do not quote, those next to a message do.
As long as I can remember. It's actually a very useful distinction.
It allows one to quote only the relevant bits, or nothing at all.
Quoting is IMHO antithetical to RT's full history keeping system,
but some people are lost if not presented with a (partial)
transcript along with the the few sentences of new information ;-)

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Re: [rt-users] Problem with replying to tickets

[Hossein Rafighi]

Okay thanks. Has this always been the case?

Hossein

Jerrad Pierce wrote:

Did you click the correct link? Links on the top right of the page
do not quote, those next to a message do.

  


--
 _  _   _  _   _  _   _   Hossein Rafighi
|_   _||  _  \ |_   _|| | | || \_/ ||  __|TRIUMF, 4004 Wesbrook Mall
  | |  | |_|  )  | |  | | | || || |__ Vancouver BC, Canada, V6T 2A3
  | |  |  _  /   | |  | \_/ || \_/ ||  __|Voice: (604) 222-1047
  | |  | | \ \  _| |_ | || | | || |   Fax:   (604) 222-1074
  |_|  |_|  \_\|_| \___/ |_| |_||_|   Website: http://www.triumf.ca


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Re: [rt-users] Problem with replying to tickets

[Jerrad Pierce]

Did you click the correct link? Links on the top right of the page
do not quote, those next to a message do.

-- 
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[rt-users] Problem with replying to tickets

[Hossein Rafighi]

Hi all,

I am not sure if this is a feature of 3.8.7 or something that I've done! 
It seems when one replies to a ticket using the RT's web interface 
previous correspondence or the original message is not inline and is not 
displayed over or bellow the reply. I used to see previous messages when 
replying to tickets before the upgrade.


Does anyone know what might be the problem?

Cheers,
Hossein

--
 _  _   _  _   _  _   _   Hossein Rafighi
|_   _||  _  \ |_   _|| | | || \_/ ||  __|TRIUMF, 4004 Wesbrook Mall
  | |  | |_|  )  | |  | | | || || |__ Vancouver BC, Canada, V6T 2A3
  | |  |  _  /   | |  | \_/ || \_/ ||  __|Voice: (604) 222-1047
  | |  | | \ \  _| |_ | || | | || |   Fax:   (604) 222-1074
  |_|  |_|  \_\|_| \___/ |_| |_||_|   Website: http://www.triumf.ca


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Re: [rt-users] Filtering out unneeded info from ticket

[Chris Hall]

Thanks Raed and Torsten, I took a little bit of both.  I ended up editing
Ticket/Elements/ShowHistory with:

} else {
  $Transactions = $Ticket->Transactions;
  if ($r->uri =~ /History\.html/) {
  } else {
  $Transactions->Limit(FIELD => 'Type', VALUE => 'Correspond');
  $Transactions->Limit(FIELD => 'Type', VALUE => 'Comment');
  $Transactions->Limit(FIELD => 'Type', VALUE => 'Create');
  }
}

so that the "full" history would be shown if the history link was clicked,
as alluded to in Torsten's link. (I couldn't seem to get the Callbacks
working for some reason.. maybe I just needed to restart apache?)  so with
this code, only the added comments are shown unless you are looking from the
history link, in which case everything is shown.. seems to work pretty well.
 I'll keep looking later though, as I'd rather get the callbacks working
instead.  Thanks for the help guys.

On Thu, May 13, 2010 at 11:06 AM, Raed El-Hames  wrote:

> Hi Chris;
>
> The value of the information you want to hide is only appreciated when you
> need it.
> But its possible to remove them from the ticket history by editing:
> Ticket/Elements/ShowHistory
> In the <%INIT> section  change:
> } else {
>   $Transactions = $Ticket->Transactions;
> }
>
> to
> } else {
>   $Transactions = $Ticket->Transactions;
>   $Transactions->Limit(FIELD => 'Type', VALUE => 'Correspond');
>   $Transactions->Limit(FIELD => 'Type', VALUE => 'Comment);
>   $Transactions->Limit(FIELD => 'Type', VALUE => 'Create');
> }
>
> Regards;
>
> Roy
>
> Chris Hall wrote:
>
>> How can I filter from the history information I don't want to see?  For
>> example.. snippet from a recent ticket:
>>
>> Mon May 10 10:26:17 2010 The RT System itself - Status changed from 'new'
>> to 'open'
>> Mon May 10
>> 10:26:17 2010 Allen Stevens - Given to Allen Stevens
>> Mon May 10
>> 10:33:04 2010 Allen Stevens - Queue changed from Corporate Support to
>> Central Office
>> Mon May 10
>> 10:33:05 2010 The RT System itself - Outgoing email recorded
>>
>> Mon May 10 10:33:05 2010 Allen Stevens - Given to Nobody
>>
>> They only want to see like... correspondence/comments.  So where would I
>> want to go to start filtering out all the "other" stuff from history when
>> they look at the ticket?
>>
>

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Re: [rt-users] Scrip to unown and change queue so we can keep all queues hidden?

[Kenneth Crocker]

Mike,

Try something like this:

# Custom Condition:

my $trans = $self->TransactionObj;
my $ticket = $self->TicketObj;

# Check the CF for the changed value

if  ($trans->Type eq 'CustomField')
{
 my $cf = new RT::CustomField($RT::SystemUser);
 $cf->LoadByName(Queue => $ticket->QueueObj->id,
 Name => "NAME OF CF");
 return 0 unless ($cf->id and $approver ne $owner);
 if  ($trans->Field == $cf->id &&
  $trans->NewValue eq "Whatever")
  {
   return 1;
  }
}

return 0;

# Custom Action Prep Code:

# set new Ticket Owner value

my $ticket = $self->TicketObj;
$ticket->SetOwner(10, 'Force');
return 1;

# Custom Action Cleanup Code:
return 1;


This code will change the owner to "Nobody" when the CF is changed. All you
need to do is add the code to change the Queue.

Hope this helps.

Kenn
LBNL
On Thu, May 13, 2010 at 7:34 AM, Mike Johnson wrote:

> Hi everyone,
>
> I'm curious if anyone has ventured out to build a scrip that would unown a
> ticket, and reassign to another queue based on a custom field value.
>
> Basically what I was looking for was the ability to hide all other queues
> from a group of support staff.  But when they get a ticket that doesn't
> belong to them, they can remove themselves as owners, and put the ticket in
> the appropriate queue.  Now if you have the queues hidden, the only thing I
> could think of is let the RT-system remove them as owner, and change the
> queue based off of a custom field value they'd change.
>
> Is it possible?
>
> Has anyone done it?
>
> Thanks!
>
>
> Mike Johnson
> Datatel Programmer/Analyst
> Northern Ontario School of Medicine
> 955 Oliver Road
> Thunder Bay, ON   P7B 5E1
> Phone: (807) 766-7331
> Email: mike.john...@normed.ca
> Technology assistance: email nosmhelpd...@normed.ca
> Technology Emergency Contact (TEC) Mon-Fri, 8am to 5pm excluding stat
> holidays:
> Off campus toll free 1 (800) 461-8777, option 8, or locally either
> (705) 662-7120 or (807) 766-7500
>
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>

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Re: [rt-users] Filtering out unneeded info from ticket

[Raed El-Hames]

Hi Chris;

The value of the information you want to hide is only appreciated when 
you need it.

But its possible to remove them from the ticket history by editing:
Ticket/Elements/ShowHistory
In the <%INIT> section  change:
} else {
   $Transactions = $Ticket->Transactions;
}

to
} else {
   $Transactions = $Ticket->Transactions;
   $Transactions->Limit(FIELD => 'Type', VALUE => 'Correspond');
   $Transactions->Limit(FIELD => 'Type', VALUE => 'Comment);
   $Transactions->Limit(FIELD => 'Type', VALUE => 'Create');
}

Regards;

Roy

Chris Hall wrote:
How can I filter from the history information I don't want to see?  
For example.. snippet from a recent ticket:


Mon May 10 10:26:17 2010 The RT System itself - Status changed from 
'new' to 'open'
Mon May 10 10:26:17 2010 
Allen Stevens - Given to Allen Stevens
Mon May 10 10:33:04 2010 
Allen Stevens - Queue changed from Corporate Support to Central Office
Mon May 10 10:33:05 2010 
The RT System itself - Outgoing email recorded

Mon May 10 10:33:05 2010 Allen Stevens - Given to Nobody

They only want to see like... correspondence/comments.  So where would 
I want to go to start filtering out all the "other" stuff from history 
when they look at the ticket?


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Re: [rt-users] Filtering out unneeded info from ticket

[Torsten Brumm]

Check ths out: http://wiki.bestpractical.com/view/HideTransactions

Torsten

2010/5/13 Chris Hall 

> How can I filter from the history information I don't want to see?  For
> example.. snippet from a recent ticket:
>
> Mon May 10 10:26:17 2010 The RT System itself - Status changed from 'new'
> to 'open'
>
> Mon May 10 10:26:17 2010 Allen Stevens - Given to Allen Stevens
>  
> Mon May 10 10:33:04 2010 Allen Stevens - Queue changed from Corporate
> Support to Central Office
>  
> Mon May 10 10:33:05 2010 The RT System itself - Outgoing email recorded
>   Mon May 10 10:33:05 2010 Allen Stevens - Given to Nobody
>
> They only want to see like... correspondence/comments.  So where would I
> want to go to start filtering out all the "other" stuff from history when
> they look at the ticket?
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>



-- 
MFG

Torsten Brumm

http://www.brumm.me
http://www.elektrofeld.de

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Re: [rt-users] Scrip to unown and change queue so we can keep all queues hidden?

[Gene LeDuc]

Hi Mike,

I haven't done this, but it sounds pretty straightforward using a scrip. 
 Have a custom field with 2 possible values, "blank" and "disown". 
Your scrip uses a custom condition that triggers when that field changes 
to "disown".  You have the custom action do the owner change (to 
nobody), the queue change, and then change the custom field back to 
"blank".  The wiki should be able to give you good examples of all three 
actions as well as the custom condition.


Regards,
Gene

On 5/13/2010 7:34 AM, Mike Johnson wrote:

Hi everyone,

I'm curious if anyone has ventured out to build a scrip that would unown a 
ticket, and reassign to another queue based on a custom field value.

Basically what I was looking for was the ability to hide all other queues from 
a group of support staff.  But when they get a ticket that doesn't belong to 
them, they can remove themselves as owners, and put the ticket in the 
appropriate queue.  Now if you have the queues hidden, the only thing I could 
think of is let the RT-system remove them as owner, and change the queue based 
off of a custom field value they'd change.

Is it possible?

Has anyone done it?

Thanks!


Mike Johnson
Datatel Programmer/Analyst
Northern Ontario School of Medicine
955 Oliver Road
Thunder Bay, ON   P7B 5E1
Phone: (807) 766-7331
Email: mike.john...@normed.ca
Technology assistance: email nosmhelpd...@normed.ca
Technology Emergency Contact (TEC) Mon-Fri, 8am to 5pm excluding stat holidays:
Off campus toll free 1 (800) 461-8777, option 8, or locally either
(705) 662-7120 or (807) 766-7500



Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com



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[rt-users] Problem Configuring RT 3.8 with RT::Crypt::SMIME

[Siddharth]

Hi,

I have installed RT::Crypt::SMIME module from CPAN to my  RT  
installation. To test it I downloaded a free digital certificate for  
SMIME. I converted the certificate (which was intially in .p12 format)  
to .pem format using Open SSL. Furthur, I modified  RT_SiteConfig.pm as:


use RT::Crypt::SMIME;
   Set($OpenSSLPath, ('/usr/bin/openssl'); # or wherever openssl  
lives
   Set($SMIMEKeys, ‚('/opt/rt3/etc'); #this location contains my  
certificate address.pem

   Set($SMIMEPasswords, { address => ('squeamish ossifrage'});
   @MailPlugins = (qw(Auth::MailFrom Auth::SMIME));

After restarting the server and sending mail through RT, I am getting  
a mail from server that there are no public keys defined.


I logged into my RT as root and pasted my public key  into public key  
custom field to all the users( including me)  who will get mail  
notification.


After this the mails which are being delivered donot contain any body.


 What could be the possible problem? Please tell me if I have missed  
any step?


Thanks,

Siddharth





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[rt-users] Scrip to unown and change queue so we can keep all queues hidden?

[Mike Johnson]

Hi everyone,

I'm curious if anyone has ventured out to build a scrip that would unown a 
ticket, and reassign to another queue based on a custom field value.

Basically what I was looking for was the ability to hide all other queues from 
a group of support staff.  But when they get a ticket that doesn't belong to 
them, they can remove themselves as owners, and put the ticket in the 
appropriate queue.  Now if you have the queues hidden, the only thing I could 
think of is let the RT-system remove them as owner, and change the queue based 
off of a custom field value they'd change.

Is it possible?

Has anyone done it?

Thanks!


Mike Johnson
Datatel Programmer/Analyst
Northern Ontario School of Medicine
955 Oliver Road
Thunder Bay, ON   P7B 5E1
Phone: (807) 766-7331
Email: mike.john...@normed.ca
Technology assistance: email nosmhelpd...@normed.ca 
Technology Emergency Contact (TEC) Mon-Fri, 8am to 5pm excluding stat holidays: 
Off campus toll free 1 (800) 461-8777, option 8, or locally either 
(705) 662-7120 or (807) 766-7500



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[rt-users] Filtering out unneeded info from ticket

[Chris Hall]

How can I filter from the history information I don't want to see?  For
example.. snippet from a recent ticket:

Mon May 10 10:26:17 2010 The RT System itself - Status changed from 'new' to
'open'
   
Mon May 10 10:26:17 2010 Allen Stevens - Given to Allen Stevens
 
Mon May 10 10:33:04 2010 Allen Stevens - Queue changed from Corporate
Support to Central Office
 
Mon May 10 10:33:05 2010 The RT System itself - Outgoing email recorded
  Mon May 10 10:33:05 2010 Allen Stevens - Given to Nobody

They only want to see like... correspondence/comments.  So where would I
want to go to start filtering out all the "other" stuff from history when
they look at the ticket?

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Re: [rt-users] RT & mysql / LDAP Auth

[Mike Peachey]

Julian Grunnell wrote:
>> -Original Message-
>> From: Mike Peachey [mailto:mike.peac...@jennic.com]
>> Sent: 10 May 2010 12:54
>> To: Julian Grunnell
>> Cc: rt-users@lists.bestpractical.com
>> Subject: Re: [rt-users] RT & mysql / LDAP Auth
>>
> 
> So at present users are just authenticating against RT's own DB for user
> access. What I'd like to do is keep this but also have LDAP. The reason
> being users now have multiple usernames / passwords for different
> services we run and I want to use LDAP as a way to simplify this - BUT
> in order for this to be done I also need to be able to keep the MySQL
> access for now and not break RT for all the users.
> 
> The RT DB is on a different physical server and the fact that after I
> restarted httpd with the config above and could still login with my
> usual (mysql) credentials assumed that atleast part of it was working -
> is this not the case?

No, you've misunderstood and it has massively complicated your debugging
of the situation.

ExternalAuth *only* adds to the available authentication mechanisms. It
does not replace RT's own. The use of ExternalAuth MySQL authentication
is if you want to be able to authenticate against some other MySQL
source such as a custom website database or the database of another
web-application. This is /in addition/ to checking against RT's own
internal database (whether this is hosted locally or not).

So, authentication happens in this order:

1. ExternalAuth
2. RT-Internal

And you can have as many ExternalAuth sources as you wish.


For your setup, what you want is to only specify the LDAP source which
is then checked for a valid user. If there's no user in LDAP, RT's
internal DB will be checked.
-- 
Kind Regards,

__

Mike Peachey, IT Systems Administrator
Tel: +44 114 281 2655
Fax: +44 114 281 2951
Jennic Ltd, Furnival Street, Sheffield, S1 4QT, UK
Comp Reg No: 3191371 - Registered In England
http://www.jennic.com
__

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